QuestionPoint and the Library of Congress

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QuestionPoint and the Library of Congress
FEDLINK Fall OCLC Users Group Meeting Linda J.
White Public Service Collections Library of
Congress
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LC Goes Digital

• 1990 - Internet connection established
• 1992 - First online exhibition
• 1993 - Library begins answering email inquiries
• 1993 - Internet access to Online Catalog
• 1994 - First Library of Congress Web Site
• 1995 - American Memory Digital Collections
• 1995 - THOMAS Legislative Web Site
• 2000 - Americas Library Website
• 2002 - Ask a Librarian Service

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So, we have the E-content what comes next?
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Point of Need
LC web site hits 1995 23,772,545 2001
1,025,276,805 Online Queries 1995 2,265 2001
36,500 2002 45,000 (est.)
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The Current Context

• Exponential growth of resources websites,
  electronic databases, print materials
• New audiences with new needs and expectations
• Appearance of Ask A services
• Mandate to go where users are
• New opportunities

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The real change is a cultural one and its deep.
Users are telling us its all about access, and
libraries are all about ownership, and this is a
problem. Users are telling us that the place
doesnt matter.
Daniel GreensteinChronicle of
Higher Education, 10/3/02
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While the Tools Have Changed

• Fundamental nature of librarianship has not
  changed
• New technology and tools enhance how we can
  deliver the information
• Skill set evolution is necessary to adapt to the
  new environment

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The Challenge for Librarians

• Use traditional strength to build new programs
• Leverage the community of libraries and
  librarians worldwide
• Acquire new skills as needed
• Redefine the role of libraries and librarians in
  the Internet age

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Why the Library of Congress?

• History of collaboration and networking
• Serve multiple audiences
• Standards development
• Innovation in new technology
• Worlds largest repository
• Conveners of conferences on the state of
  librarianship

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E-Reference at LC

• 1994 - Email support for Online Catalog (LOCIS)
• 1994 - Email support for Web site
• 1995 - Online Reference pilot begins
• 1998 - Reference in a Digital Age Conference
• 1998 - American Memory Help Desk
• 2000 - Launch of Collaborative Digital Reference
  Service (CDRS)
• 2001 - Online Chat Pilot
• 2002 - Ask a Librarian Web reference service

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E-Reference via the Web
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Multiple Communications Options
Telephone
In Person
Surface Mailand Fax
Live Chat
Ask-A Web forms
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We wondered What if all of these communication
toolscould be integrated and managed centrally?
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QuestionPoint provides professional reference
service to users anywhere, anytime, through a
collaborative, web based network of libraries.
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What is QuestionPoint?

• Flexible Software supporting both local and
  global online reference service
• Developed by Library of Congress and OCLC
• Local component web-based question submission
  forms, live chat, and local knowledge-base of Q
  A
• Global component network of reference librarians
  world-wide, sharing of reference inquiries and
  best-fit routing, global knowledge-base of
  edited Q A

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Members
National Libraries
Consortia
Academic Libraries
Professional Assn.
Public Libraries
QuestionPoint
Unaffiliated Experts
ASK-A Services
Partners
Special Libraries
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QuestionPoint Process
Patron access via institution web pages
Library
Local/Regional
Library
Consortium A
Library
Local KB
Individual Library
Global KB
Global Only Library
Library
Global Only Library
Consortium B
Library
Global Only Library
Library
Library
Global
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Member Profile
The Global Routing Process
Member Profile
Member Profile
SEND QUESTION
GET QUESTION
REQUEST MANAGER
Requesting Library Patron
Answering Library Librarian
NOTIFICATION
NOTIFICATION
SEND ANSWER
GET ANSWER
EDITED Q A
Traditional and Online Resources Catalogs,
Web Resources, Print Resources, Subject
Specialists
Knowledge Base
ILL, Document Delivery
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Routing in the Global Network

• Step One - Exclusionary Elements
• Education Level Served
• Weekly Quota Filled
• Subject in Profile

• Step Two - Best Fit Matching
• Subject 40
• Geographic Area 10
• Load Balancing 20
• Availability 20
• Format Expertise 10

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Customizable Forms
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Librarian checks a question
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Choices in handling a question
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Refer to partner in the local component
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Escalate to the Global Network
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Routing Results
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Global Knowledge Base

• Editorial Board
• Guidelines
• Copy editing, link checking
• Add subjects and keywords for enhanced searching
• Protect confidentiality
• Flag need for later review
• Volunteer editors from membership
• 2,100 records edited since December

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Searching the Knowledgebase
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Sample Q A Set
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Member Profiling
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Administrative Reports
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Whats Next for QuestionPoint?

• 24/7 access
• Continue to create models for collaboration
• Internationalization
• voIP, video
• System integration
• Patron access
• Adoption of standards

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www.loc.gov/rr/askalib
www.questionpoint.org Live Demonstration